Our mistake, her data

You deleted eight months of her work. There is no backup. Nothing you can offer fixes it, and the call still has to end somewhere.

You are

A support lead at a design collaboration tool. You are calling a customer back after an internal error.

The situation

A bulk cleanup job run by your team on Tuesday deleted a workspace belonging to Elena Vasquez, a freelance designer, along with about eight months of client work. Retention had already expired. It is not recoverable. She does not know yet.

What you want out of it

Tell her the truth, absorb the reaction, and leave her with the most useful thing available — which is not a refund.

What you already know

• — The deletion was caused by your team's error, not hers.
• — The data cannot be recovered. There is no version, no snapshot, no export.
• — You can offer a full refund, an extended free plan, and engineering time to help reconstruct from anything she has locally.

3 things they won't volunteer, 2 of them buried.